Workspace Admin - Onboarding guide

Note: Applicable only for accounts created on/after 12th December 2022.

As a workspace admin, you can configure your workspace based on the requirements of your team and the defined service delivery standards. 

Here’s a checklist to set up a fully functional service desk: 

Workspace

• Overview

• Managing multiple workspaces 

Agent & Agent Group set-up 

• Setting up Agents

• Creating Agent groups  
  

• Set up custom roles and permissions for agents

Service Management 

• Setting up default Business Hours 

• SLA and OLA policies 

• Service Catalog 

• Field Manager 

• Business Rules for Forms 

• Satisfaction Survey 

• Email Notifications

Channels

• Email settings and mailboxes 

Automation and Productivity

• Workflow Automator 

• Scenario Automation 

• Canned responses 

• Scheduler 

• Supervisor rules 

Knowledge Management

• Solution articles 

• Approval process 

Analytics

• Reporting with Analytics

• Build custom reports 

• Report scheduling